Transform your customer service into something extraordinary. As a result more repeat business will improve your bottom line. Customer service separates you from your competition. Extraordinary customer service comes from focusing on the few essential elements that yield big results. Discover how easy it is to tweak your customer service from the ordinary to the extraordinary. You'll take away a customer service plan that will help you focus on the key elements that will get you started on your pathway to success.

One month course, Fred Bayley, instructor.

Course Outline

Unit 1: Understanding Your Customer

Why customer service is important

Knowing your customer

Customers are constantly evaluating you

Basic customer service skills you may not have thought of

Unit 2: Setting Customer Expectations

Analyzing customer contacts

Developing internal customer targets

How to easily exceed your customers' expectations

Unit 3: Developing Effective Processes

What is working for your customers

Re-engineering your process

Ways to give the best information

Handling complaints

Unit 4: Marking Customer Service Extraordinary

Tweaking the customer's experience

Telling the world how great you are

Having fun

About online learning

Online learning is a fun, enjoyable and very productive way to learn. Millions of people are learning online each year. You will engage with the instructor and other participants. You will get to know your instructor and other participants. You may make friends. It’s easy. It’s fun.

How the Course Works

It is easy to participate in your online course. After you register, you will be given a web address to go to get into your online classroom. You will have a password and use your email address and password to gain access.

Once inside the online classroom, here’s what you can expect.

Participate when you want

You can participate any time of day or evening. The online classroom is open 24 hours a day, 7 days a week.
There are no live real-time requirements or meetings. You decide when you participate.
For the best learning, participants should log into the course on 2-3 different days of the week.

What you will do

For each Unit, you will:

Read the print readings (about 20 pages a week)

Have the option of accessing the online readings

Listen to the audio presentation for the Unit and view the slides

Have the option of taking a self-quiz to see how much you have learned

Engage in written online discussion with your instructor and other participants

For best learning, you should make one or more comments at 2-3 different times each week.
The content (readings, audio lectures, slides) and self quizzes are accessible for the entire course, so you can work ahead, or go back and review again, at your convenience.

Discussion

The Discussion for each Unit lasts one week. All comments are made in writing and can be made at any time of the day or night.

Your instructor will log into the Discussion area at least once a day and answer questions, make comments, and respond to comments by you and the other participants.

We encourage you to make 2-3 comments each week to maximize your learning and enjoyment of the course.

Keys to Customer Service
February 4 -
March 1, 2019
April 1 -
26, 2019
June 3 -
28, 2019

Certificate Price: $245.00 USD

$145 USD

Ave. hours 16, 1.6 CEUs/ILUs

About Your Instructor

Fred Bayley has been developing extraordinary customer service in an organization while our technology and information sources have changed. His area focuses on soft skills resulting in income almost doubling and profits up 300%. Fred facilitates experiences on building positive working relations, customer service, and team building. Fred is a past president of the local chamber of commerce, Habitat crew member, volunteer middle school wrestling coach, and one-fourth of a hand bell quartet.

What some students say:

"This course has been extremely beneficial to me as it enabled me to focus on the aspects of customer service that we normally take for granted." - Mrs. Eulampia Polius-Springer

Course Objectives

To provide those interested clarity on how no one succeeds without attracting and keeping loyal customers

To articulate how to get customers beyond mere satisfaction and develop customer loyalty

To address the important distinction between hearing and listening

To emphasize why feedback is so important

To present the importance of Web-based customer service

To identify and reduce customer turnoffs

To recognize the importance of exceeding customer expectations

Course Outcomes

Upon successful completion of the course, you will:

Upon successful completion of this course, you will:

Know how no one succeeds without attracting and keeping loyal customers

Be able to describe the important distinction between hearing and listening

Have the knowledge of the importance of Web-based customer service

Be able to categorize customer turnoffs and reduce the related problems.